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When Mother Nature Blows Into Town
Throughout history, Mother Nature has shown she can severely disrupt business and life in general. This paper examines the impact of a storm on three types of organizations found in any city or town....
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First Comes Dialog, Then Trust
Trust in brand names is at an all-time low. The Wall Street executive bonus scandals, large-scale layoffs, and the general economic mayhem of 2008 and 2009 have accelerated a multi-decade slide in...
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The Calm Before, During, and After the Storm
One day after Hurricane Sandy came ashore, news channels were reporting that an estimated eight million households and businesses from Maryland to Rhode Island were without electricity. While Sandy...
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Captain! Icebergs Ahead!
Today most businesses have a Disaster Recovery Plan in place to ensure that there is a procedure to follow in case of disaster. Some companies have taken their planning one step further and created a...
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Healthcare is Changing. Is Your Contact Center Ready?
The American healthcare system is experiencing dramatic change. The Affordable Care Act, which was signed into law in 2009, has initiated a paradigm shift in how many Americans receive their...
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Why your Contact Center Needs CR and QM
Call recording and quality monitoring systems (QA) have been part of the contact center technical pantheon since calls centers came into existence in the 1980’s. At first, they only provided the...
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